Automotive After Sales Service
Resume:
To The HR Head/Recruitment Manager Dec, 2025
Exploring Leadership assignment in Auto After Sales Service Biz Development /CX Transformation/Fleet Management
(Auto OEMs/Tier-1 org/Allied Businesses of CV/PV/EV & Fleet ops) Dear Sir/Madam,
Greetings!
I have been associated for over 26 years in Automotive Sales, After-Sales Customer Services (Maintenance service/ Spare Parts &Lubricants) business development, e-Mobility/EV project and service, technical services, 24x7 fleet management, Dealer development, OEM- HQ operations, Call Centre Services, e-Mobility and Skill enhancement roles under leading Indian and Multinational Automotive OEMs in India (20+ Years) and based out of overseas locations (6 Years). Work Ex-Tata Motors Ltd- 20+ years includes overseas principal deputations for International Business (IB) in Bangladesh
(3 Years) & Tata-Daewoo Commercial Vehicle Co (TDCV) -South Korea (3 Years), MAN Truck and Bus India Pvt. Ltd, Daimler India Commercial Vehicles (Bharat Benz) & Force Motors Ltd (Most recent) I functioned as Resident Country Service Manager in Dhaka, Bangladesh (Tata Motors). I led HQ Service Process & acted as International Regional Service Manager for Daewoo Premium Range Heavy duty vehicles operating in long haul, off road, mining, cargo and special applications in the African &South East Asian markets (West Africa-Nigeria, East Africa- Tanzania, Kenya, South Africa and North Iraq-Erbil &Thailand)
I lead regional /Zonal (North) Government & institutional Sales and marketing based out of Regional/Zonal HQ of Tata Motors in Delhi for 2 years besides holding After Sales /Customer service roles in North, South and West Regions of India. As a part of EV segment exposure, I served under GreenCell Mobility Pvt. Ltd (A Green Growth Equity Fund Company), as Head- Electric Vehicle Fleet maintenance project Services with PAN India responsibility for planning, execution of e-MaaS (e-Mobility as a Service) investment projects (B2G & B2C), Contract management with Automotive OEMs. Key responsibilities during last 5 years as National Head of Customer services at Automotive OEM’s corporate HQ: -
• Driving Parts & Lubricants Business Pan India (INR 100-600 Cr)
• Planning & execution of National Customer service experience strategy, Budgeting, Customer Service operation
• After Sales Service & Spare Parts business development (Dealer & Service Centre network)
• Digitalization and automation initiatives, Dealer Management System (CRM-DMS)
• Product Technical support and 24x7 Call center Operations
• National Service Channel development /Network Expansion/Channel augmentation
• Managing Customer Feedback channels and driving action based on PSF, CSI feedbacks
• E-MaaS (e-Mobility as a service) planning for EV deployment pan India
• Driving CX improvement audits at Channel Partners pan India
• Driving Automotive skill development (Technical, Process, Behavioral) across all channel partners Further, over 2 decades of association with automotive after sales & technical services, exposed me to following specific areas:
• Large Fleet Maintenance & repair contracts management
• 24x7 Call Centre Management, Technical services (Service & Parts), warranty& recall management.
• After Sales (Service, parts, aggregates & Lubricants) business development at National / international markets.
• Customer engagement (B2B, B2G & B2C), Customer experience enhancement and CSI improvement.
• Sales & marketing of Engines, allied components, aggregates, spare parts, lubricants and exhaust fluids.
• Key Account Management, Government & State Transport Undertaking (STUs) Customer Services.
• Legal (Factories Act) compliance at Dealerships/Workshop facilities & vehicle maintenance equipment.
• IATF 16949 Automotive Standards compliances/enforcements. I wish to discuss how I could leverage my 26+ years cross-functional & multi- cultural national and global automotive experience to add value to your esteemed organization ‘s purpose while fulfilling my career aspirations. Yours Truly,
Uzzal Ratan Dutta
Email: *******@*****.***; Mobile: +91-995*******
Permanent address: Flat No. B5/802, Jaypee Greens Wish Town, Sector-134, Noida-201304, Uttar Pradesh, India
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Uzzal Ratan Dutta, Exp. 26 Yrs
After-Sales Customer Services Biz Development e-Mobility Tech services Automotive CV & PV Network Management International Services Skill Development Quality MS Mobile: +91-995*******; Email: *******@*****.***
https://www.linkedin.com/in/UzzalRatanDutta
Career Summary:
• Automobile Sales (Govt.& Institutional) and after Sales (Service & Parts) business development professional, employed with leading commercial vehicle OEMs for over 25 Years dealing with Trucks, Buses, after sales service, spare parts and lubricants.
• Proficient in leading teams for driving revenue generation initiatives through Channel Partners, customer centric value-added services, channel expansion and management, service and spare parts technical services, new product/market preparatory services, large fleet delivery, Fleet Maintenance, trainings, field campaign and 24x7 service operation management.
• International Customer service exposure (6 years) besides work-Ex based out of 3 regions of India (North, South & West) Career Goal:
• To lead Technological innovation in After Sales Business in Automotive Organization/OEMs/ Heavy machinery/Automotive Equipment/Repair-Maintenance services/Training Organizations
• To substantially impact on organizational growth by practicing ACES philosophy. (Accountability, Customer & product focus, Excellence
& Speed) in cross-functional & multi-cultural environment
• To contribute to Society by enhancing youth employability & Skill development, especially in commercial vehicles, e-Mobility and digitalization of services in critical and emerging mobility /EV segments. Educational Qualifications:
• BE (Mechanical): Jorhat Engineering College, (Dibrugarh University, Assam), 80.7% (University Rank-II), 1996
• Higher Secondary (Science), 10+2: Assam Higher Secondary Education Council, J B College, Jorhat, 70.8%,1992
• High School Leaving Certificate Exam (HSLC): Secondary Education Board of Assam, 81.6%, 1990 Force Motors Limited, Pune, Maharashtra: General Manager & Head -Customer Services/After Sales Services (June-2023 -Oct 2024) Responsibility Areas:
Defining, Monitoring and Achieving Customer Service operational KPIs for all levels of organization (OEM’s & Dealers) to enhance Quality, Efficiency, Reach & Relationship in Service for Business, Product, Customer, Process and People development.
Ensuring Trained technical manpower and continuous skill upgradation per Product technological requirement.
Budget preparation for Service business & Spare Parts business aligning with company’s objective towards enhancing bottom line
Leading Customer experience enhancement activities at Call Centre for close monitoring of Customer Complaints, escalation & resolution. Monitor CSI thru call center and PSF, to track and enhance customer satisfaction.
Driving initiatives to achieve excellence in customer Services as a part of customer experience transformation.
Driving after-sales (Spare Parts) business development (INR 100 Cr+)
Leading IATF 16949 standards compliances in customer service operations Daimler India Commercial Vehicles Pvt Ltd, Oragadam, Tamil Nadu: General Manager –Customer Services, HQ Operations: (Sept- 2021 to October-2022)
Responsibility Areas:
PAN India after sales and Customer service strategy formulation, deployment and reviews
Exclusive responsibility for Customer Services Corporate HQ Operations
After Sales/Parts revenue generation through PAN India Bharat Benz network and Exports Channel Partners. (INR 500+ cr )
Project Management and Parts Engineering services
Digitalization and automation initiatives such as DMS (Dealer Management System), Mobile App allocation development, etc GreenCell Mobility Pvt Ltd, Mumbai: General Manager-Vehicle Technology & Maintenance: June 2020 to August-2021 Responsibility Areas:
• Exclusive National responsibility for deployment of E-Mobility Fleet Maintenance services
• Techno-commercial due diligence of e-MaaS investment projects across B2G & B2C segments
• Business Process Deployment planning, ESG Compliances & SHE policy deployment, Digitalization initiatives
• ISO Certifications for Fleet Maintenance Operations & Maintenance contract management. MAN Truck and Bus India Pvt. Ltd, Pune :Dy.General Manager-After Sales: 1.5 Years ( Feb-2018 to June-2019) Responsibility Areas:
Exclusive National & SAARC responsibility for Bus After sales Service Business and New Product Project Management, Technical Documentation (Service /Repair Manuals, Spare Parts Catalogue, Labor operation guide, repair time study,PartsTechnical Services, Call Centre establishment and operation management. Key Achievements:
• Achieved project management milestones by closely working with Project Management CFT comprising Product management, R&D, Testing, Purchase and vendor for All Projects / New Product Development programs.
• Developed Documentation for new products and digitalization.
• Developed and implementation of Bus Body building guidelines for performance & safety improvement.
• Set up of Call Centre and process deployment for After Sales –Service & Parts technical. Page 3 of 3
Tata Motors Limited, Bangalore: 2.5 Years (July 2015-January 2018)
Regional Technical Service Management (Bus Business)-South India, Bangalore: Led Technical Service Management (Bus Business) through 7 State Service offices of South India.
Played key role in product improvement activity drives, BS-IV readiness & sustenance, skill enhancement drives, technical investigation assistance, customer centric activities, Management of large order delivery for both private and state transport undertaking (STU) in all 5 states of South India
Tata-Daewoo Commercial Vehicle, South Korea: -3 Years (July 2012- July 2015) Major Responsibility Areas:
• International Business Customer Care process ownership,
• Regional Management-After Sales Service for Thailand, Iraq, Tanzania, Kenya, South Africa, Nigeria, Iraq. Key positions held and Achievements:
• International Customer Care Department, Tata-Daewoo, South Korea: Got selected for overseas service deputation at Tata Daewoo Korea
(A 100% subsidiary of Tata Motors). Worked under International Business division at Tata Daewoo HQ, South Korea and functionally reported to the Head- of International Customer Care.
• Key incidences to demonstrate ACES (Accountability, Customer & product focus, Excellence &Speed): -
• Developed and formally documented “Tata Daewoo overseas distributor's workshop facility manual”
• Documented Customer care strategy and benchmarked for Southern African region to support biz growth plan/ International Business Plan.
• Provided Field solution for preventing Differential lock failures in Mines (South Africa): With due field investigations, impressed upon R&D for initiating product change. Suggested suitable low-cost field retro solutions for preventing vehicle operator's abuse and thereby reducing possibility of further field failure. The same was subsequently introduced in production vehicles for South African Market.
• Played instrumental role in releasing product improvement campaigns by timely capturing VOC (Voice of Customer), suggested for suitable design solution to R&D and finally got releasing field campaigns to establish new products: Tata Motors Limited, Delhi, Dhaka, and Delhi: Divisional Manager-Customer Care: 15 Years (1997 to 2012) Major Responsibility Areas:
• Customer Service Process, Channel Business Management, Training, Product Issue Management, Service Business development,
• International Business, Technical services (Service & Parts), automotive maintenance and repair services
• Institutional Sales & Service.
• Capability Building and skill enhancement
• New Product support preparations and transition management. Key positions held and Achievements: (During first 15 years)
• Domestic Customer Care-Passenger Car & commercial vehicles, Delhi: Successfully contributed to all Customer Service functions in both Passenger Car Business Unit (PCBU) as well as Commercial Vehicle Business Unit. Additionally, managed field technical training, State Transport Undertaking (STU) Retro fitment task force. (1997-1999)
• Regional (North India) Corporate Sales and Marketing, Delhi: Successfully handled Govt./Institutional/corporate Sales & Marketing and service functions based out of Regional HQ, New Delhi and was responsible for Northern India. (1999-2001)
• Delhi City transport transition (Diesel to CNG) Project, Delhi: Project team member in CNG Project during historic transition from Diesel to Natural gas driven buses in National Capital Region (NCR) and co-coordinated cross functional activities, technical training, mass retro fitment, Liasoning with govt., transport authorities/govt. agencies t ensure product support for new launched products. (2001-2004)
• International Customer Care (Tata Motors, International Business, Dhaka, Bangladesh): Functioned as Area Customer Support Manager (Bangladesh) for 3 Years based in Dhaka. Pioneer in establishing Natural Gas driven vehicles in Tata Motor’s first ever overseas market by way of effectively grooming manpower (Skill development), network expansions & systems implementation, product performance monitoring & initiating product innovations to counter global competition and successfully establishing the product as the market leader in the CNG product category. (2004-2007)
• DTC (Delhi Transport Corporation) AMC project: Project leader in designing, developing and establishing maintenance facilities for Low Floor CNG buses of Delhi Transport Corporation (DTC) as a part of execution of 12 Years Fleet maintenance Contract. Project planning and Co-ordination for development of maintenance facility for 2500 nos. Low Floor CNG Buses. Responsibility includes project planning and control, Depot Network Expansion & Dealer engagement, Capital & revenue budgeting & management, commercial negotiations, sourcing & procurement of maintenance machineries, workshop process development, and strategic communication with Delhi Transport Corporation. (2007- 2011)
• Fleet maintenance operations for CNG low floor buses on 24x7 Basis, Delhi: Successfully handled and supported Dealers operations on 24 x 7 basis for scheduled maintenance, preventive maintenance, skill development, parts planning and inventory management, customer centric activities, retro campaigns, manpower planning, training and other developmental activities to achieve customer satisfaction and meeting AMC requirements. Achieved high degree of operational & penalty cost control. (2011-2012) Notable Recognitions/Certifications:
• Received Performance excellence (Public Bus Fleet Maintenance) trophy (April-2012) for ensuring highest fleet uptime (Tata Motors).
• Received Overseas outstanding contribution award from CEO, Tata-Daewoo Company, South Korea (July, 2015)
• Certified approved assessor for Automotive Trade by NSDC (National Skill Development Council), India (April, 2016)
• Established Call center (s) (Sales, Service & Parts) at MAN Truck and Bus India (2019) & Daimler India (2022)
• AI -for-All certification (AI Appreciate badge)- from Directorate of Training and Skill Education, CBSE and Intel. (Apr’25)
• Qualified internal auditor for IATF (International Automotive Task Force) 16949:2016 QMS standards (Sept-2025) UZZAL RATAN DUTTA
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